How a B2B SaaS company cut support cost 40% while improving CSAT

The challenge

A fast-growing SaaS team faced 24/7 support expectations they couldn’t staff, a rising ticket backlog driving churn, and engineers pulled into tier-1 questions. Support cost was scaling linearly with users.

What we did

• Deployed an AI chatbot + knowledge base to deflect repetitive tier-1 questions and after-hours volume.
• Stood up a trained support team for tier-1/2 across time zones, working inside the client’s Zendesk.
• Implemented AI ticket routing and 100% AI quality monitoring against the client’s CSAT rubric.

They redesigned how our support works — AI handles the volume, their team owns the hard cases. Cost down, CSAT up.
— Head of Customer Experience, B2B SaaS

This is a representative scenario illustrating the ZtechBPO operating model and typical outcomes — not a specific named client engagement. Real, attributable case studies replace these as engagements complete.